Lewtay Training is committed to providing a quality service for its service users and working in an open and accountable way that builds the trust and respect of all concerned. One of the ways in which we can continue to improve our service is by listening and responding to the views of our service users, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore, we aim to ensure that making a complaint is as easy as possible the follows procedure is adhered too:
Our aims are to:
An informal approach is our preferred option when it can be achieved. If, however, concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Definition: The organisation defines a complaint as ‘any expression of dissatisfaction that relates to Lewtay Training and that requires a formal response’.
Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Lewtay Training maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.
An anonimised report of complaints made and their resolution will be created and reviewed at each staff meeting.
In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your letter, you should set out the details of your complaint, the consequences for you as a result, and the outcome you are seeking.
You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 15 working days. If you are unsure which member of staff to write to, your complaint should be sent to the Directors of Lewtay Training.
Our contact details can be found on the Contact Us part of the Lewtay Training Website.
If you are not satisfied with the initial response to the complaint then you can write to Lewtay Training’s Director’s and ask for your complaint and the response to be reviewed. You can expect one of the Directors to acknowledge your request within 4 working days of receipt and a response within 15 workings days. Lewtay Training aims to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
If you are not satisfied with the subsequent reply from Lewtay Training, then you have the option of writing to our accredited awarding body. The contact details can be found on our website.